February 3, 2014
Social Customer Service continues to be a hot topic. We have all heard the reasons not to engage – from the “United Breaks Guitars” video with more than 13 million views to the stories about companies that have neglected to respond when a problem goes viral. This is not one of those articles. This article is about the positive aspects of Social Media – and how important it is that customer service has a seat at the Social Media table - to ensure they are helping drive strategy, as well supporting the tactical details.
Some 73% of online adults now use a social networking site of some kind. Facebook is the dominant social networking platform in the number of users, but a striking number of users are now diversifying on to other platforms (Twitter, Instagram, etc.). Some 42% of online adults now use multiple social networking sites. (Source: Social Media Update 2013 - Pew Research Center’s Internet Project)
We have all seen the negative impact of social media on company brands but what about the positive? Have you seen that new viral video about the Olympics Proctor and Gamble created to celebrate the impact of mothers on the success of our lives? The video was created for social media. It was created to make people think positively about the P&G brand. The first time I saw it, I thought, “Wow – that was cool…” and I posted for my friends to see also.
